Audience Services Coordinator
DESCRIPTION
We have big plans for Calgary Opera's next chapter and know that the most important element in achieving our vision is an incredible team. We are keenly interested in recruiting new team members who reflect the diverse fabric of this place we call home and the people we exist to serve.
Calgary Opera's Audience Services Coordinator plays a key role in strengthening relationships with audiences, building loyalty through exceptional service, and serving as the team CRM and audience data lead in support of Calgary Opera’s mission, now and in the future. They lead the audience services team and supervise customer service representatives and volunteers to maintain a welcoming environment and ensure the highest standards of service. This is a full-time role.
As a member of a four-person Marketing & Communications team, the Audience Services Coordinator will report to the Director of Marketing & Communications and work closely with marketing team colleagues and members of the Development, Learning & Engagement, and IT teams, lending your support and expertise to audience- and donor-related initiatives.
A Flexible, Audience-Centric Approach
Calgary Opera’s most important work brings together audiences, donors, participants, and members of the public for events, performances, and programming. To do that well, most audience-serving activities are scheduled on weekday evenings, Saturdays, and Sundays. Generally, regular employees are expected to work an eight-hour day (8) for 40 hours per week. The Audience Services Coordinator has a unique set of responsibilities that requires a balance of administrative and audience-serving work. To manage these competing demands, we offer a flexible approach to when and where work happens. This includes:
Start and end times that differ from 9 AM and 5 PM, respectively
Swapping weekday work for weekend work
Working from home or other remote location with stable internet connection
Responsibilities
Audience Services
Oversee audience services, including ticketing, customer support, and box office operations
Serve as the Marketing & Communications team’s power user with Tessitura CRM, including:
Configure all performances, events, programs, activities and meetings
Manage ticket sales and event registrations, handle batch reconciliations, and perform data entry
Represent Audience Services team on cross-functional working group to optimize CRM
Provide database management with a focus on data integrity, reporting and analytics
Extract data, create lists, and build automations, custom reports, and dashboards
Support sales, marketing, and engagement efforts with data management and analysis
Lead documentation efforts and training for all audience-related Tessitura configurations and processes
Develop and implement strategies to improve audience engagement, satisfaction, and retention
Manage audience feedback, resolve issues promptly to ensure a high level of customer satisfaction
Coordinate with the Marketing team to develop and execute audience development initiatives
Organizational Strategy & Stewardship
Support an audience-centric culture at Calgary Opera, collaborate with all departments to align audience services strategies with engagement and sales goals, developed in consultation with Director of Marketing & Communications
Work with team members from across the organization to optimize Tessitura CRM configuration, standardize records and processes, and improve reporting and documentation
Ensure audience services operations are efficient, cost-effective, and meet organizational standards
Provide regular reports on audience services performance, including key metrics and improvement recommendations
Collaborate with team members from across the organization to support performances, programs, events, and activities
Relationship Management and Partnerships
Establish and maintain positive and productive working relationships with audience members, program participants, and event attendees; members of the Calgary Opera Board of Directors, Opera staff, and volunteers; collaborators, partners, and vendors including staff at the Southern Alberta Jubilee Auditorium
Cultivate a professional network that contributes to the company’s success
Professionally and positively represent Calgary Opera in the public sphere, engage with community organizations and other stakeholders to promote audience services, strengthen audience relationships, and gather actionable business intelligence
Ideal Attributes & Qualifications
Demonstrates curiosity, honesty, integrity, respect and commitment to discretion and confidentiality
Demonstrates excellent communication skills (written, verbal, and listening)
A self-starter who thrives in a collaborative, inclusive, and innovative work environment
Offers a solution-oriented mindset, excellent time management skills, and the ability to manage competing priorities
Passion for the performing arts and knowledge of classical music are assets
Team player with the ability to inspire and motivate staff and volunteers
Minimum of 3 years of experience in audience services, customer service, or a related field, with at least 1 year in a supervisory role
Proven track record of managing successful audience service operations and initiatives
Strong knowledge of ticketing systems, customer relationship management (CRM) software, and audience analytics tools. Experience with Tessitura CRM is an asset.
Completion of a successful background check
Candidates must have legal authorization to work in Canada
About These Qualifications
Studies have shown that marginalized communities such as women, LGBTQIA+ and people of color often believe they must meet every qualification before applying. Calgary Opera is dedicated to building an inclusive, diverse, and equitable workplace that fosters a sense of belonging and supports a culture of learning, so if you’re excited about this role and your experience doesn’t include every qualification, we encourage you to apply.
An Inclusive and Respectful Organization
Diversity brings a wealth of perspectives, experience, and expertise to our organization, and in turn, increases our relevance and our capacity to build community. We work every day to cultivate an inclusive and respectful environment by welcoming colleagues and members of the public with different backgrounds and capabilities, treating everyone with dignity and fairness, and maintaining a workplace that is free of harassment, discrimination, and violence. We courageously and compassionately challenge biases and assumptions. We strive to foster a sense of belonging in everyone we engage, and work to hold audiences, program participants, and event attendees to the same standards.
For support and accommodations during the application and interview process, please contact us at Employment@CalgaryOpera.com.
Desired Start Date: November 18, 2024
BENEFITS
Pay Range: $48,000 - $50,000 Annual
Generous paid time off (vacation, flex days, lieu time)
Supplemental health & wellness benefits
RRSP with employer match
HOW TO APPLY
Candidates who have legal authorization to work in Canada are invited to email a cover letter and résumé to Employment@CalgaryOpera.com.
Application Deadline: November 8, 2024
Application Email/Link: Employment@CalgaryOpera.com